Insurance Authority launches customer service charter

: 9/6/2011

Sultan Al Mansouri: protecting the legitimate interests of the insurance customers and companies is a primary objective of the IA

Fatima Al Awadi: the IA is keen to provide excellent services that achieve customer satisfaction and exceed their expectations.

 

Tuesday, September 6, 2011

H.E Eng. Sultan bin Saeed Al Mansouri, Minister of Economy and Chairman of the Insurance Authority, released the customer services charter in the IA, which is sued by the IA to deliver high quality and excellent services that contribute to achieving customer confidence and satisfaction and exceeding their expectations, to embody the UAE Vision 2021 and its concentration on the provision of excellent government service to the customers.

He said in the charter that protecting the legitimate interests of the insurance customers and companies is a primary objective of the IA.  He asserted that IA personnel are at the service of the UAE society.

On her part, H.E. Fatima Mohammed Ishaq Al Awadi, Deputy Director General of the IA affirmed the IA’s commitment to provide excellent services that achieve customer satisfaction and exceed their expectations in many services through the service centers available in the IA headquarters at Abu Dhabi and its branch in Dubai.

She explained that pursuant to the customer service charter of the IA, excellent services that achieve customer satisfaction and exceed their expectations will be delivered through the adoption of many advanced standards and specifications in this area, which includes dealing with customers’ needs with high professionalism, provision of excellent and fair service, provision of the requirements of all services and achievement thereof in a timely fashion through a cooperating work team that has the knowledge and understands customers’ needs and demands.

She added that in accordance with the charter, the IA is committed to provide the requirements of each service, its completion time, and timely response to the customers’ demands as well as seeking to reduce the number of procedures to ensure delivery of a smooth service and accurate information in addition to the provision of a self-assessment mechanism of the standard of service delivery and answers to all the relevant inquiries and questions and receiving of the opinions and suggestions that aim at developing the services in a timely fashion as possible.

 The customer service charter is in line with the IA’s vision to become a pioneer worldwide in the adoption of the best international standards to regulate and develop the insurance sector and its mission to promote the insurance sector in the State through a package of values which are based on excellence, confidence, transparency, superiority, creativity, teamwork spirit, renewed knowledge, discipline, and patriot influence.

The customer service charter aims at unifying standards of the government services in all the federal entities and uplifting their efficiency by adopting a package of standards in the fields of prompt procedures, information availability, multicity of service channels, streamline access to services, and innovation in service delivery.

The charter is primarily based on changing the prevailing customer service culture and on improving it to new levels of excellence and rapid completion of the services delivered. The charter further includes a package of excellent service outlets which are based on the best services in the government and private sectors while it concentrates on many advanced concepts that contribute to improving the awareness of customers about their rights and duties and their appreciation to the efforts of customer service agents and full cooperation with them by providing all the required documents and papers beforehand to complete the procedures.​

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